Transcript Journals - LibQUAL

WVU Libraries
LibQual Surveys
2003, 2005, 2007
“The WVU library system is outstanding. I
honestly cannot think of anything that needs
improvement within the system.”
- undergraduate student
Objectives
• Look at comments and find commonalities
• Look at LibQual survey results and find most
important areas of concern
• Look at LibQual survey result trends
• To make suggestions based on comments and
survey findings
Features of Downtown Library
•over 300,000 books
•209,638 square feet
•1200 public seats
•an atrium connecting the 1932 renovated Wise Library to the
2001 Downtown Campus Library
•2 restored large reading rooms
•15 group study rooms, 4 with 42-inch high-definition television
screen, keyboard and Internet connections to allow
users to participate in e-conferences, view films and
prepare presentations
•electronic classrooms
•180 public computers
•35 media- equipped workstations
•30 wireless laptops
•reading tables with outlets for laptop computers
•carrels with desktop computers
•lounge seating
•a view of the downtown campus and Morgantown's waterfront
Implemented Improvements
- Extended Library Hours
- Student Employee Training
- Coffee Shop Opened
- Self-Checkout System (E-ZBorrow)
- Health Science Library Remodeled
- Additional Computers
- Wise Library 3rd Floor Designated as
“Deep Quiet Area”
- Instant Message Chat Reference
Service
Planned Improvements
- Remodel 2nd Floor into Study Area
- Open New Off-Site Depository
- Bound periodicals will be moved
- Create more user space
- Study Tables & Lounge Furniture
- Adding Moveable Furniture, Whiteboards, &
Computers
LibQual Qualitative Data
2003, 2005, 2007
Qualitative Methods
• Coded and categorized comments in Excel,
separating them into themes
• Grouped similar comments by themes and
found most common
• Compared comments over the years
• Compiled 2003, 2005, and 2007 comments
to get statistics
Journals
28% of complaints pertained to lack
of print journals and/or electronic
“The online journals are the most
journals
important for my work. More online
journal access would be the most
beneficial for me.”
- a faculty member
Recommendation:
•In addition to the current subscriptions and holdings, allow each
discipline offered at the university to choose one journal
that would be of the most help to their respective divisions.
Noise and Cell Phone Use
8% of complaints pertained to noise and
cell phone use in the library
“It would be nice if people inside of
the library were not permitted to use
cellular phones. It is highly distracting
while you are studying.”
- an undergraduate student
Recommendations :
•Constant reminders about noise, pop-up window when logging
on to computer to turn phones on silent.
•Designated areas of cell phone use and silent study areas.
•Enforce current cell phone policy (stairwell only)
Computers
7% of complaints pertained to lack
of computer availability
“The only major drawback that I can
see in the WVU Library system is the
lack of computers in the Downtown
Library. It is virtually impossible to
find an open computer during a
typical school day.”
“I am so impressed with the organization of
the Wise Library! The only problem I ever
have there is finding a computer.”
- an undergraduate student
- an undergraduate student
Recommendations :
•Quick Print Areas
•15 minute computer limit areas
•Laptop awareness
LibQual Quantitative Data
2003, 2005, 2007
Quantitative Methods
• Used the means from LibQual survey results
to find changes in gaps over time
• Used desired and perceived levels of service to
find gaps in each of 4 areas
• Analyzed gaps to make recommendations
Basic Information
• Employee Service Quality
– The effect that employee service has on the users’
experience
• Library as Place
– The effect that the library environment has on the users’
experience
• Information Control
– The effect that the libraries materials and availability of
those materials has on the users’ experience
2003 Superiority Gap of
Categories
2003
8.5
8
7.5
7
6.5
6
Acces s to
Information
E mployee
S ervice Quality
Library as a
P lace
2003 Des ired
Top 3 Desired
1)Modern equipment that lets me
easily access information needed
2)Making electronic resources
accessible from my home or office
3)Quiet space for individual activities
P ers onal C ontrol
Overall
2003 P erceived
Largest Gaps
1)Employees who instill confidence in users
2)Easy-to-use access tools that allow me to
find things on my own
3)Employees who have the knowledge to
answer user questions
2003 Strategy grid
High Importance/Low Performance
1. Employee Service Quality
2. Access to Information
3. Library as Place
4. Personal Control
High Importance/High Performance
2005 Superiority Gap of
Categories
2005
8.5
8
7.5
7
6.5
E mployee S ervice Library as a P lace Information C ontrol
Quality
2005 Des ired
Overall
2005 P erceived
Top 3 Desired
Largest Gaps
1)Making electronic resources
accessible from my home or office
2)Print and/or electronic journal
collections I require for my work
3)Modern equipment that lets me
easily access needed information
1)Print and/or electronic journal collections I
require for my work
2)Making electronic resources accessible
from my home or office
3)The electronic information resources I
need
2005 Strategy grid
High Importance/Low Performance
1. Employee Service Quality
2. Information Control
3. Library as Place
High Importance/High Performance
2007 Superiority Gap of
Categories
2007
8.5
8
7.5
7
6.5
E mployee S ervice Library as a P lace Information C ontrol
Quality
2007 Des ired
Overall
2007 P erceived
Top 3 Desired
Largest Gaps
1)Making electronic resources
accessible from my home or office
2)Print and/or electronic journal
collections I require for my work
3)The electronic resources I need
1)Print and/or electronic journal collections I
require for my work
2)Making electronic resources accessible
from my home or office
3)A library Web site enabling me to locate
information on my own
2007 Strategy grid
High Importance/Low Performance
1. Employee Service Quality
2. Information Control
3. Library as Place
High Importance/High Performance
Positive Trends
• On average, all user groups saw an increase in the
perceived level of service.
– Graduates saw an improvement in perceived level of
service. In the category “Information control,” which is the
most important for graduates, this group showed a strong
increase in perceived level of service from 2005 to 2007.
– Faculty also showed a vast increase in their perceived
level of service.
Areas of Concern
• Significantly fewer users filled out the 2007 survey
compared with 2005 (708 vs. 425)
– Same day as Virginia Tech tragedy
• Undergraduates saw a decrease in the perceived level
of service.
– “Library as a Place” category is highly important to
undergraduates and had a significant decrease in perceived
level of service from 2005 to 2007
• Another cause for concern stems from the
“Information Control” category for faculty
– The level of service for information control is simply
approaching their minimum accepted level.
Recommendations
1.
2.
3.
4.
Create additional journal holdings for each
discipline.
Designate a 15-minute computer area on
main floor.
Constant reminders about noise levels.
i.e. Computer pop-up windows and signs
Integrate University 101 class with a library
introduction program to create awareness of
all the resources the library has to offer.